Role: Client Care & Membership Engagement Coordinator

NYC-Based, 10-15 hours per week

Role Overview

The Client Care & Membership Engagement Coordinator completes organizational and management tasks that support our client experience. The successful candidate will create a friendly and personal experience for our clients in every interaction.

Role Site

The Coordinator will be based in the NYC area and will perform their tasks both at the front desk of the studio and remotely.

Client Care Responsibilities

Respond and resolve all client issues via email, phone and SMS
Manage membership accounts, including onboarding, cancellations and freezes
Direct any inquiries via email and phone to the responsible party
Manage donations, gift certificates and other personalized purchases
Follow up on failed payments and ensure that membership list is current
Conduct Active & Fit Direct monthly reporting
Individually charge or email for NYC No-Show fee
Deliver client communications if there are cancelled classes, time changes, etc. (“2nd line in the phone tree”)
Monitor Momence to respond to client needs

Membership Engagement Responsibilities

Update the New Student Tracking spreadsheet during each shift
Call, email, and text current and prospective clients with the aim of converting them to memberships and/or class cards
Discuss with clients membership options and other aspects of attending classes
Secure membership commitments from current and prospective clients
Attend weekly meetings with the Creative and Business Directors to assess progress
Ability to keep to a schedule and work toward key progress indicators for membership goals

Desk Work

Work at the front desk (minimum 2 days per week) to engage and connect with the studio community

Qualifications

Proficient in Google Suite and able to quickly learn studio software platforms
Excellent verbal and written communication skills
Able to manage time effectively and efficiently
Highly organized and able to multitask while being self-directed and able to work without supervision
Friendly, personable, and solutions-oriented and able to manage time effectively and efficiently
Enjoys practicing yoga and is passionate about health and wellness

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